Maintain your business continuity with 24/7 support services to sustain your operation and production with Alcatel-Lucent Enterprise solutions

Your employees expect high availability and sufficient capacity for their communication and application needs. To ensure investments in network and communications solutions are complete, support services must be considered. Support will enable you to benefit from our experience to quickly solve issues to maintain that availability and capacity.

Alcatel-Lucent Enterprise delivers support services are your choice by our business partners or directly from ALE.

We will provide you and our Business Partners 24/7 access to ALE Technical Support with remote diagnostics by phone and online. You will get access to firmware updates, important documentation and our knowledge base. In addition, we will exchange faulty equipment for working ones be it under warranty, be it under a service contract.

Find your Business Partner or contact us
Check the partner locator to find your nearest business partner or contact Alcatel-Lucent Enterprise directly.
Check the partner locator

  • Get 24/7 support via your Business Partner or directly via Alcatel-Lucent Enterprise
  • Access the support portal to report issues and access documentation, firmware and known issues solutions
  • Benefit from clear service level objectives to reach your desired service levels


  • Benefit from adapted services depending on your profile: as a business partner or as an end-customer – we support you all the time
  • Access hardware and software support for your communications and network solutions.
  • Get replacement of faulty hardware and get assistance via remote diagnosis
  • Entitle your IT personnel to contact ALE directly and offer them 24/7 access to ALE Technical support with possibility to submit service issues, access ALE’s support portal for documentation, firmware and known issues solutions.
  • Benefit from fast issues resolving thanks to our system of 4 severity level scale of issues.

Contact us to know more about our support services

Customer Benefits

Get 24/7 support thanks to a service based on issues severity

To assure fair and committed support, Alcatel-Lucent Enterprise assigns each issue a 4 severity levels from critical to low.

Thanks to this severity levels, we can deliver you support within the next 30 minutes after your request for the most critical issues.

Whether you are a Business Partner looking for best support to your customers, or a user of ALE solutions that would like to get access to this service, ALE provides you with all support service on Network and Communications solutions as well as IT solutions from other vendors. Check the partner locator  to find out about the business partners in your country.

Get full support for your network infrastructure

Alcatel-Lucent Enterprise commits to deliver the best support possible to get your network infrastructure up to speed 24/7 for any product delivered by us.

Upon request, support services can be delivered via Business Partners or via ALE directly; and is made of:

  • Software and hardware support with various service levels
  • Direct contact to submit service requests
  • Access to ALE support portal
  • Assistance for remote diagnostics

These offers may vary depending on your country.

Benefit from support services for communications

We tailor our support offer based on your challenges and needs. For your communications solutions, we can deliver hardware, software and third-party support services, all this depending on urgency of your issue.

Depending on your communication environment, we narrow down our services by delivering:

  • Assistance in installation and maintenance of the products
  • Migration path for switch to new generation of products
  • Standard Hardware support services that is made of Return-To-Factory, Advanced Replacement, On Demand Repair and Dead on Arrival services, that ensures you have a satisfying quality of our products
  • Flexible models that enables extension of warranties

These offers can vary depending on your country.

Comprehensive services for your digital transformation

Industry and customisation

We enhance user experience by leveraging pre-defined and customised uses cases, and industry blueprints:

  • Industry blueprints: Industry use cases provide generic value-added services plus last mile customisation
  • Specific development: Define use cases and co-develop solutions and applications

Optimisation and adoption

We assist you and offer continuous presence to maximize your use of our solutions to deliver value:

  • Optimisation services: Optimise Return on Investment (ROI) focusing on security, performance, operational efficiency, and evolution
  • Adoption services: Align technology with business needs and shorten ramp time

Transformation journey

We advise and securely deliver technology transitions and cloud migrations to move from ideas to reality, with agility and confidence:

  • Consulting services: Define the best strategy, design the solutions and the plan for success
  • Implementation services: Implement the plan, validate and integrate the latest technologies
Download The Solution Sheet